Outreach Help Center Representative

Professional Case Management; Oak Ridge (TN); On-site; USD 36,000 - 54,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k)

Company Paid Short Term Disability

Flexible Spending Account

Health Savings Account

Paid Time Off

Voluntary Benefits

Job summary

Professional Case Management in Oak Ridge, TN is seeking a customer-focused professional to handle inbound and outbound calls, guiding clients through program eligibility and benefits navigation. The role emphasizes empathy, accuracy, and clear communication within a healthcare context.

The position requires strong customer service skills, data entry ability, and professionalism to multi-task across multiple programs and tasks while supporting the company's mission and standards.

Qualifications

• High school diploma or GED required.
• Two years of customer service experience, healthcare preferred.
• Call center experience preferred.
• Excellent customer service and verbal communication skills.
• Data entry and attention to detail.
• Professionalism and ability to multi-task.

Responsibilities

• Obtain client information by making outbound calls and answering inbound calls.
• Determine further contacts by comparing client information to program eligibility.
• Help guide customers on navigating government programs to obtain benefits.
• Maintain and improve quality by adhering to standards; suggesting improved procedures.
• Accomplish objectives and support organizational mission.

Skills

Customer service

Communication

Empathy

Multi-tasking

Attention to detail

Phone etiquette

Data entry

Professionalism

Healthcare knowledge

Education

High school diploma or GED

Job description

Put your talents to work at PCM! Whether you work in our Home Care, Clinical Research, Impairments, or Catastrophic Care division, you will support our mission to deliver care and other services that enhance the quality of life of our clients. Be a part of our dynamic client-focused team and make a difference in your career!

Responsible for answering inbound calls and making outbound calls to known prospects with the intent to provide help and advice. The position works with seniors and must have strong empathy and patience while being able to maintain control of the conversation. The position is highly consultative with a focus on customer service, customer experience and customer satisfaction.

Qualifications

• High school diploma or GED required
• A minimum of two years’ customer service experience preferably in healthcare setting preferred.
• Previous experience working in a call center preferred.
• Excellent customer service skills
• Excellent verbal communication skills; showing proper phone etiquette.
• Data Entry
• Attention to detail
• Maintains professionalism in any situation
• Ability to multi-task

Essential Functions/Areas of Accountability

• Obtain client information by making outbound calls and answering inbound telephone calls.
• Determine further contact required to the customer by comparing client information to different program eligibility requirements.
• Help guide customers on ways to navigate certain government programs to obtain financial and health benefits.
• Maintain and improve quality results by adhering to standards and guidelines; recommending improved procedures.
• Accomplish objectives and organization mission by completing related skills

The typical base pay range for this role is USD $36,400 - $54,080 per year.

Individual base pay depends on various factors, in addition to primary work location, complexity and responsibility of role, job duties/requirements, and relevant experience, skills and other market-based factors.

Available Benefits Include

• Medical
• Dental
• Vision
• 401(k)
• Company Paid Short Term Disability
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Paid Time Off
• Voluntary Benefits

Professional Case Management is an Equal Opportunity Employer.